Manager, Technical Customer Support, Focused Services

Manager, Technical Customer Support, Focused Services at Palo Alto Networks. This role involves leading a technical support team, guiding daily activities, and providing technical oversight and customer engagement. The team will be responsible for solving complex customer issues, providing insights on support best practices, and participating in business development discussions.

Requirements

• 8+ years in technical support, with at least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
• Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
• Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
• Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
• Experience in Network and Cloud Security industries, with familiarity in network infrastructure components such as routers, switches, firewalls, and VPN solutions (Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
• Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
• Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)
• Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA). Proficient in conducting trend analysis for proactive support

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• Mental and financial health resources
• Personalized learning opportunities